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Job Title: Client Support Specialist
Work Model: Hybrid Work Model
Location: Any BC CCS Office (Vancouver, Victoria, Kelowna, Prince George). Detailed office location information can be found by visiting this link: ( https://cancer.ca/en/contact-us )
Salary Band: 4 ($39,000 – $65,000 CAD)
WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?
The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. As the voice for people who care about cancer, we work with governments to shape a healthier society. No other organization does all that we do to make lives better today and transform the future of cancer forever.
Help us make a difference.
COME AS YOU ARE
At CCS, we embrace everyone’s uniqueness and recognize the strength that lies in differences. We believe in the power of our collective potential and strive to achieve a more diverse, inclusive, and equitable workplace to empower and create opportunities for all. We welcome and encourage applications from all qualified candidates regardless of their gender, age, religion, race, ethnicity, and nationality. Particularly equity deserving groups, such as members of the BIPOC, and 2SLGBTQI+ communities, people living with disabilities, veterans, and anyone who may contribute to the further diversification of the Canadian Cancer Society. Together we unite and inspire all Canadians to change the future of cancer.
Job Overview
This position will primarily focus on providing the client and healthcare professionals support with navigating and accessing the CTAAS-British Columbia (Cancer Travel and Accommodations Services). The CTAAS program is comprised of the Canadian Cancer Society’s Volunteer Driver Program, Travel Treatment Fund (TTF) and Lodge program in BC. Operating under a concierge-style client support specialist delivery model, the role aims to provide exceptional customer service, maintain program standards and compliance, and optimize operational efficiency.
What You’ll Be Doing
- Support clients needing Transportation, Travel Treatment Funds (TTF) and/or Accommodation support:
- Provide personalized assistance to clients requiring financial support, transportation, and accommodations for their cancer treatment.
- Guide, assist and verify clients through the eligibility and criteria process for the Lodges, TTF and the Transportation program.
- Complete registration, including information gathering and eligibility, ensuring the completeness and accuracy of client and caregiver information.
- Evaluate and recommend suitable options, overseeing registration and ensuring accurate data input.
- Respond promptly to accommodation, TTF and transportation requests, either completing requisite applications or redirecting clients to self-service application processes as appropriate.
- Provide additional psychosocial support to clients and caregivers through appropriate referrals such as CancerConnection.ca and the Cancer Information Helpline etc.; document and provide referral information to clients by email.
- Maintain professional boundaries and direct medical care questions to the client’s medical team.
- Utilize program software systems such as Novus, Ring Central and RDP to make arrangements for clients.
- Escalate system disruptions to the appropriate manager and offer input on operational efficiencies.
- Foster positive relationships with stakeholders and contribute to a culture of justice, belonging, equity, diversity, and inclusion, ensuring all staff and volunteers feel represented and heard, regardless of their background.
- Maintain positive relationships with stakeholders to support lodge and transportation operations.
- Integrated client support coordination:
- Maintain Lodge, TTF and transportation standards, policies, and procedures to ensure a consistent and high-quality service.
- Lead by example, demonstrating courageous, united, caring and rigorous behaviour in line with the Canadian Cancer Society values.
- Enforce strict adherence to established procedures and practices, prioritizing client privacy and security.
- Provide input to or adopt continuous improvement efforts across Lodges, TTF and transportation program processes, fostering efficient and effective client support.
- Cultivate and maintain strong relationships with key stakeholders, such as Social Workers, Health Care Professionals, Third-party funding organizations, etc., enhancing the overall client experience.
- Uphold the highest levels of client confidentiality.
- Promote the Canadian Cancer Society’s Story-Centre, referring to appropriate clients’ experiences to highlight the impact of the organization’s efforts.
- Actively participate in team meetings, training sessions, and integration activities.
- Contribute innovative ideas and plans to enhance client care needs. Engage in training and initiatives to elevate understanding of the client experience, including rural and remote roadmap.
- Delivering exceptional assistance and support:
- Address various issues promptly and effectively, such as travel delays, cancellations, complaints, and accommodation changes.
- Facilitate communication between the lodge, TTF and the transportation program. Actively contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.
Qualifications
- More than 1 year, up to and including 3 years – some practical or job-related experience.
- Diploma and or degree in progress in one of the following areas: Social Services or, Health Administration.
- Demonstrated ability to learn and adapt processes and policies quickly.
- Proficiency in dealing with de-escalation and handling difficult conversations.
- Proficiency in database applications, such as Microsoft Office applications
- Demonstrated experience in a client-focused, fast-paced environment, preferably in the health sector and ideally in oncology.
- Ability to manage competing priorities, handle a high volume of work, and meet tight deadlines.
- Highly skilled in telephone-based interactions, with a focus on active listening and adapting without visual cues to achieve successful outcomes.
- Ability to communicate in languages other than English is considered an asset.
- Ability to remain focused in an environment that can, at times, be highly emotional.
- Mental Health First Aid training, critical incident or trauma management, escalation is an asset.
- Experience in oncology is an asset.
- Experience in a medical/clinical setting is an asset.
- Demonstrate empathy, compassion, and the ability to handle highly emotional situations effectively.
- Excellent interpersonal and customer service skills, including nonverbal communication.
- Strong problem-solving and conflict-resolution abilities, with the capacity to adapt to various situations.
- Organizational skills for effective prioritization and task management.
What You Can Expect From Us
CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer, their caregivers, families and communities. We are committed to building and nurturing an inclusive community for our employees by highlighting their unique experiences. We value diverse skills and strongly encourage applications from all qualified candidates. CCS is committed to fostering a culture that is inspiring, supportive and exemplifies our core values:
COURAGEOUS UNITED CARING RIGOROUS
In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.
How To Apply
Qualified candidates are invited to submit their resume, cover letter and salary expectations.
We thank all candidates for their interest and advise that only those selected for an interview will be contacted.
Other Information
CCS is committed to employment equity and encourages applications from all qualified candidates . In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process . We want to make the interview process a great experience for you!
Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles , employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.
As an employer, occupational health and safety legislation requires that we protect our workers from health and safety risks in the workplace. CCS has implemented a mandatory vaccination policy requiring that all staff who work in any of our physical workplaces must be fully vaccinated against COVID-19. All employees will need to attest to their vaccination status through a secure online form or automated applications. Reasonable accommodation and remote working will be discussed on a case-by-case basis.
Privacy Disclosure
We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting [email protected] . For more information about our privacy practices, visit cancer.ca/privacy.
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